OTRS.org News

OTRS ITSM receives Bossie award

2010-08-31T00:00:00+00:00

With great pride we announce that we have won a Bossie award, in the category "Best Open Source Networking Software".

Infoworld writes:

OTRS ITSM is the most complete open source IT service management solution available today. This Web-based system has change request and SLA management covered with automated workflow, a self-service portal, personal watch lists, real-time dashboards, comprehensive impact reporting, and a new knowledge base framework. What we like most about the suite is its basis in ITIL. By building on ITIL best practices, OTRS ITSM can help you roll with the changes and keep IT services on track.

Many thanks to everyone for making OTRS, and OTRS ITSM, such a big success!

By the way... Have you nominated OTRS for the Open Source Awards 2010 yet? Designed to encourage, support, recognize and reward... You can do so here. It's appreciated!

OTRS 3.0.0 beta2 is released!

2010-08-23T00:00:00+00:00

The OTRS Team is pleased to announce the release of OTRS 3.0.0 beta2.

Thanks to the OTRS Users Group for contributing so many feedback! 48 bug reports and 12 feature enhancements.

Bugfixes:

Bug# 5635 - It's not possible to open Ticket Search feature in own browser tab.
Bug# 5625 - Article Zoom Screen -> New Message Indicator is not removed after clicking on an article item.
Bug# 5663 - In Global Ticket Overview, in M+L Mode, orange hyper links are not shown on hover a record.
Bug# 5627 - "Fulltext" attribute in new ticket search feature is missing for initial use.
Bug# 5628 - In new Ticket Search, the attribute !TicketCreateTime, wording is wrong + Checkbox is not longer needed.
Bug# 5659 - In Global Ticket Overview, Small View, "FROM/SUBJECT" is problematically to read. now it reads "FROM / SUBJECT".
Bug# 5690 - In !AgentTicketZoom, "reset filter" is not taken over for next login.
Bug# 5676 - Ticket Free Time selection in customer panel is broken, because wrong "for" statement inside Label.
Bug# 5633 - Customer user information is not shown in ticket zoom if it was set by !AgentTicketCustomer.
Bug# 5661 - In Global Ticket Overview, with IE7 and L-Mode, Hover of first Ticket overlaps Action Row Area.
Bug# 5579 - Spaces in filenames are converted to + characters when downloading in IE.
Bug# 5684 - Drag & Drop in agent dashboard is not working with IE7.
Bug# 5650 - Height of the article list is not retained.
Bug# 5689 - The body of the response message is incomplete.
Bug# 5669 - The customer panel login shows "Request new password" on FF 3.5.
Bug# 5652 - Can't select Service and SLA when creating new tickets in agent interface.
Bug# 5612 - Change free text fields not working correct in Firefox.
Bug# 5613 - WYSIWYG Editor not in center position.
Bug# 5643 - Articles are sorted alphabetically in !TicketZoom.
Bug# 5654 - Missing shortcut icon (product.ico).
Bug# 5648 - Submitting a note does not work as expected in all scenarios.
Bug# 5660 - In Global Ticket Overview, with IE7: S/M/L, character is not clickable, only hover area is clickable, fixed changing images for S/M/L letters.
Bug# 5742 - Outgoing email link detection does not work properly.
Bug# 5682 - Collapse / expand for !GenericAgent extended.
Bug# 5724 - Security leak: Edit HTML source code as customer.
Bug# 5679 - In "New Ticket" in customer interface, selecting the queue automatically submits the ticket.
Bug# 5598 - Address Book To: field does is not populated.
Bug# 5725 - Missing labels for search-terms in customer interface.
Bug# 5764 - No move option in S/M/L mode available.
Bug# 5662 - In Global Ticket Overview, in L-Mode, template support is missing in "Reply" feature.
Bug# 5722 - Customer interface does not display error messages when creating a ticket.
Bug# 5760 - ding a new ticket in the customer interface can result in 2 tickets.
Bug# 5611 - In Agent Interface, Company Button has the same function as Tickets Button.
Bug# 5727 - Ticket search results are not sortable in Customer Intaface.
Bug# 5728 - Ticket history shows wrong date and time for agent actions "createtime" (actually shows user creation date).
Bug# 5639 - Global Overview: No action when clicking a row in S/M/L view mode.
Bug# 5768 - No tickets shown at customer interface if no open tickets exist.
Bug# 5783 - Warning: Ticket locked! message when replying to unlocked ticket.
Bug# 5697 - IMAP Connector Failing in IMAP mode, IMAPS is working.

[ftp://ftp.otrs.org/pub/otrs/]

[full announcement]

[Additional Blog Posting]

OTRS::ITSM 2.1 beta2 is released!

2010-08-17T00:00:00+00:00

Today we announce the second beta release of OTRS ITSM 2.1.0, the leading open source ITIL V3-compatible IT Service Management (ITSM) solution.

ENHANCEMENTS:

Improved speed of Change Management and GeneralCatalog by implementing caching technology.
ITSM Change Management
- New powerful FreeText fields for Changes and Workorders in Change Management.
- Implemented an option to reset the change and workorder states while saving them as template.
- Added an alternative checksum generator for the change number.
- New option to show workorder title and workorder state in the change zoom timeline.
Bug# 5603 - Printing of freetext fields for changes and workorders did not work.

[ftp://ftp.otrs.org/pub/otrs/itsm/] [full announcement]

OTRS on iPhone Available for Download!

2010-08-10T00:00:00+00:00

Free open source OTRS app delivers 24/7 mobile service management

Cupertino, CA - August 10, 2010 - OTRS (www.otrs.com), the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, today announced the release of its free iPhone and iPad app for mobile service management, empowering mobile workers to input service ticket information on the go. The new app changes the way businesses deliver support and services to their customers by providing 24/7 mobile access, without the need for a desktop or laptop.

"Highly responsive customer service is pivotal in retaining customers and growing a business, so the efficiency with which help is delivered becomes a key competitive differentiator. We are excited to offer our new iPhone app that enables the management of customer service information 24/7, from anywhere in the world," said Paul Salazar, GM of OTRS North America. "We are equally proud to enable users to download the application free of charge, to connect to our open source software. At OTRS, we believe in freedom of choice, freedom from vendor lock-in, and the freedom of open source."

Free download with Support Services

The OTRS iPhone app is available immediately for download and deployment from the iTunes App Store at no charge itms://itunes.apple.com/us/app/otrs. OTRS is a service management platform for Help Desk and IT Service Management (ITSM). It is distributed free of charge under an open source license, and is used by support organizations, customer service teams and IT departments worldwide. The company provides professional and managed services to enable customers to quickly and reliably deploy OTRS, including Subscription Support services. For more information, please visit http://www.otrs.com.

About OTRS

OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3-certified IT service management (ITSM) solution, an associated iPhone App and an underlying technology platform. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 27 languages, enabling multi-national corporations to consolidate their service operations onto a single, unified solution. OTRS Group provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed hosting. Key customers include industry leaders such as NASA, Siemens, Nokia, Toshiba. For more information on OTRS products and services, please visit www.otrs.com.

OTRS 3.0.0 beta1 is released!

2010-08-02T00:00:00+00:00

We're proud to present the fabulous result to you today.

OTRS::ITSM 2.1 beta1 is released!

2010-07-28T00:00:00+00:00

Today we announce the first beta release of OTRS ITSM 2.1.0, the leading open source ITIL V3-compatible IT Service Management (ITSM) solution.

ENHANCEMENTS:

Improved speed of Change Management and GeneralCatalog by implementing caching technology.
ITSM Change Management
- New powerful FreeText fields for Changes and Workorders in Change Management.
- Implemented an option to reset the change and workorder states while saving them as template.
- Added an alternative checksum generator for the change number.
- New option to show workorder title and workorder state in the change zoom timeline.
Updated Danish translation, thanks to Jesper R�nnov, Faaborg-Midtfyn Kommune!

[ftp://ftp.otrs.org/pub/otrs/itsm/] [full announcement]

OTRS User Meetup 2010/08 will take place instead of Release party

2010-07-27T00:00:00+00:00

Dear users,

First off, we owe great thanks to Alexander Halle and Frank Tailor, as the organization of the German Release Party has been picked up by them (reference: http://lists.otrs.org/pipermail/otrs/2010-July/032997.html). Please contact the mailing list or look to the wiki (http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010) for more information.

Keep to the mailing list (http://lists.otrs.org/cgi-bin/listinfo/otrs), wiki (http://wiki.otrs.org/), home page (http://otrs.org/) and user forums (http://forums.otrs.org/) for more information.

I would have loved to been there, however it is just not possible due to my current situation. In order to honor the efforts of the two community members, and the sponsor of the event, it would be wonderful to see all the pre-registred users and anyone else still wanting to attend at the party.

This is the type of work that makes OTRS and its community so successful. I am proud of the users who make the project such a success. Keep up the good work, and you have my personal thanks for your efforts!

Shawn Beasley Manager Community Marketing

OTRS 3.0 Beta Release party canceled!

2010-07-25T00:00:00+00:00

Due to an emergency absence of our Community Marketing Manager, OTRS is canceling the Release Parties. We remain very excited about OTRS 3.0 and the Beta download which will be available on Monday 2 August. However, without our Community Manager we are not able to run the events and must cancel them. For those of you who already registered, we will be in contact with you to offer you a token of our appreciation and an invitation to visit us at a future event.

OTRS iPhone App update.

2010-07-13T00:00:00+00:00

OTRS AG has postponed the release of the iPhone App. Please change the date in your calendar to reflect the new release date of August 9, 2010. For further changes, we will keep you informed. In the meantime please enjoy this short hands on review of the upcoming app! Thanks for reading!

http://www.youtube.com/v/DfnDsU823sc&hl=en_US&fs=1?rel=0

OTRS invites all interested to a beta release party!

2010-07-09T00:00:00+00:00

OTRS is hosting an international release party, and you are invited. Just in time for the Beta Release of OTRS 3.0, OTRS cordially reaches out to interested users to come and do live beta testing in three locations around the world. The goal is to get to know each other a little better, and have a great kick-off party with friends of the project. As OTRS realizes that the success of the software lays primarily in its user base, the party is FREE OF CHARGE. There will be catering, live one-on-one assistance, and live testing for all who decide to bring or share a laptop.

Pre-registration is running from now until July 23, 2010. Please see the events page for all the details.

OTRS AG to release iPhone App. (Sneak Developer Preview)

2010-06-29T00:00:00+00:00

The OTRS Team is pleased to announce the latest stable release of OTRS::ITSM 2.0. After a seemingly long wait, the OTRS App for the iPhone is now reality. The App will find it's premiere in the app store on the 9th of August 2010.

This brings a whole new era of service support, especially for field agents. No longer is the agent bound to his laptop to look-up, respond to, or even open requests. And the power of OTRS is in the palm of the agents hands. As an added kick to the value of OTRS, this App - keeping in the spirit of the project - is free of charge.

Take the time to look at the following video, and please spread the word.

http://www.youtube.com/v/WINVN7Y355Q&hl=en&fs=1

OTRS::ITSM 2.0.3 is released.

2010-06-28T00:00:00+00:00

The OTRS Team is pleased to announce the latest stable release of OTRS::ITSM 2.0.

For more info see the OTRS::ITSM 2.0.3 Release Notes.

Linux Tag 2010 in Berlin, is over. Sad, but true.

2010-06-15T00:00:00+00:00

LinuxTag Berlin (June 9-12) is over and it was a great success for OTRS!

The targets for the event with the slogan "where .com meets .org" were networking, creating awareness for the software, our community, and our subsidizing company, as well as to show up (not only as a exhibitor but also a contributor with presentations) at Europe�s most important open source event.

Some facts about the event:

11,748 professionals and community members attended
43 "commercial" exhibitors
75 free software projects
more than 300 presentations - also speakers like Larry Augustin (CEO SugarCRM) and James Utzschneider (GM Microsoft)

Some facts about OTRS @ LinuxTag:

3 OTRS presentations (about OTRS, OTRS::ITSM 2.0, OTRS Community, preview OTRS 3.0)
3 press interviews with Heise Open, Pro-Linux.de, Linux Magazin)
1 interview with Radio Tux http://blog.radiotux.de/2010/06/10/lt10-martin-edenhofer-otrs/
about 90-100 visitors of our booth per day (40% user, 50% decision makers, 10% interested in OTRS)
about 200 attendees of our presentations
2 OTRS user interviews (videos will be also published in the TWiki)

A special visit from one of our community members made my day, personally. And, the participation at the talks was just great. We hope that we can now use this momentum to move into the future in a speed manner. So, focusing on that, let's keep on truckin' into the future and get ready for the next big push with OTRS 3.

Meet OTRS at Linux Tag 2010 in Berlin!!

2010-05-27T00:00:00+00:00

OTRS will be looking for you to visit us at our stand! With the communiy manager (Shawn Beasley), software inventor (Martin Edenhofer), professional senior consultant, and the lead developer of the OTRS::ITSM derrivative (Udo Bretz), we plan to have lot's of great talks with all interested. Live Demos will be available at the stand. Our location: Stand Nr. 213 in Halle 7.2a. Addtionally we will host talks about the status of the community (English) and the OTRS::ITSM product with change management (German). More information is available at the following links.

Link to LinuxTag: http://www.linuxtag.org/2010/
Link to more info about the event and OTRS (German): http://www.otrs.com/de/news-und-presse/news-details/article/otrs-auf-dem-linuxtag-berlin-vom-9-12-juni-2010/?tx_ttnews[backPid]=51&cHash=6b138f6035
Links to:
Community Presentation: http://www.linuxtag.org/2010/de/program/freies-vortragsprogramm/mittwoch/vortragsdetails.html?talkid=250
OTRS::ITSM Presentation: http://www.linuxtag.org/2010/de/program/freies-vortragsprogramm/mittwoch/vortragsdetails.html?talkid=205

Personal appointments can be made over enjoy@otrs.com! We look forward to seeing you there!

OTRS is blogging!

2010-05-25T00:00:00+00:00

OTRS has introduced a Wordpress Blog for it's team to log experiences, tips, and tidbits of wisdom! A welcome message, by the community manager, explains how OTRS is looking forward to providing you with even more insight into the community, and software, from the eyes of developers, consultants, the community manager, and guest writers from within OTRS and other open source communities. The posts in this blog will range from HEAVY TECH to DEEP PHILOSOPHY. So, sit back and enjoy our regular postings. Be active, comment, and you will be answered!
Thanks for making OTRS what it is today!
Shawn Beasley

OTRS Launches Its Global Partner Program

2010-05-11T00:00:00+00:00

OTRS Launches Its Global Partner Program

OTRS launches major push in global markets to extend its network of ITSM professionals in EMEA and APAC region.

In opening a partner program, OTRS has not only given OTRS enthusiasts more qualified help world-wide, but also OTRS specialists can now certify themselves, therefore achieving a higher value for them and their company. We now pride ourselves, not only on offering a world-class open source software solution, but also to certify professionals to back it.

[...]
"We are seeing a tremendous upsurge in global demand for our open source Help Desk products, together with a flood of partner queries," said Paul Salazar, General Manager of OTRS Inc.. "To meet this demand we must double our certified integration partner network by the end of the year. It also means that we must extend our training and certification in the region, as all our partners must meet high technical standards of sales and service support."
[...]

Read the full story at otrs.com.

OTRS expands operations to Latin America

2010-05-05T00:00:00+00:00

OTRS expands operations to Latin America

New world-class development lab opens in Jalisco along with sales and services office in Mexico City

Mexico City - 5 May 2010

OTRS, the world's leading provider of open source Service Management and ITSM solutions, today announced the official launching of two new company operations based in Mexico: OTRS LAB, S.A. de C.V. and OTRS, S.A. de C.V., and the appointment of Alejandro Torres Padilla as the Managing Director for its Latin American operations.

Read the full story at the otrs.com website

About OTRS

OTRS is the world's leading provider of Open Source Service Management solutions, available in 27 languages and used by over 80,000 corporate groups worldwide. The company grew out of the community project OTRS.org (http://www.otrs.org/ ). OTRS LAB, S.A. de C.V. and OTRS, S.A. de C.V., based in Mexico, together with OTRS Inc., based in the U.S., are all subsidiaries of Germany-based OTRS AG. OTRS enterprise support includes process design, application support, implementation, integration, customization, training, and managed OTRS services.
The core OTRS product is a Help Desk system that supports efficient and intuitive logging, processing, and communicating of incidents & service requests by customers and service staff. OTRS::ITSM provides the first open source ITIL V3-compatible enterprise IT service management (ITSM) solution. For more information on OTRS products and services, or to become a software contributor or development sponsor, please visit www.otrs.com.

OTRS releases new OTRS::ITSM 2.0: the first open source ITIL-compatible change management

2010-04-28T00:00:00+00:00

IT Service Management Solution OTRS:: ITSM 2.0 Released to General Public

New OTRS::ITSM 2.0 provides the first open source ITIL-compatible change management

Cupertino, CA -- April 28, 2010-- OTRS (http://www.otrs.com/), the world's leading provider of open source IT service management (ITSM) solutions, today announced the general availability of OTRS::ITSM 2.0 (http://www.otrs.com/en/tools/demo/) . The latest open source ITSM system is immediately available for download at http://www.otrs.com/en/download/software/. The new software, released under the GNU Affero General Public License v3, provides the first open source, ITIL-compatible change management solution. It also has earned Pink Elephant's PinkVERIFY certification of compatibility with six ITSM processes.

OTRS::ITSM 2.0 (http://www.otrs.com/en/products/otrsitsm/) implements advanced concepts and practices for managing information technology elaborated in the IT Infrastructure Library (ITIL), including change management processes and roles. Additional ITIL processes implemented in prior OTRS::ITSM releases include Incident Management, Problem Management, Service Asset & Configuration Management, Request Fulfillment Management, Knowledge Management, and Service Level Management. The software was sponsored and developed in collaboration with major partner companies.

By following 'good practices' as defined in ITIL V3, OTRS::ITSM 2.0 reduces the costs and risks associated with changes to a company's IT landscape. The new Change Management module provides efficient and reliable changes to various configuration items, such as setting up new employees with a laptop, telephone, and network access, implementing new systems and equipment, upgrading licensed software, and complying with new government regulations. It covers the entire change management process from the initial Request for Change (RFC), to change preparation and planning, through implementation, monitoring, and review. The module includes all ITIL-compatible change management roles including the overall responsibility of the Change Manager, Change Advisory Board, the Change Builder, and change initiating through exporting by the Work Order Agent.
For more information please go to: OTRS http://www.otrs.com and see our FAQ at http://www.otrs.com/en/tools/faq/.

About OTRS

OTRS is the world's leading provider of open source Help Desk solutions, available in 27 languages and used by over 80,000 corporate groups worldwide. The company grew out of the community project OTRS.org (http://www.otrs.org/). Founded in Germany in 2003, OTRS North America is headquartered in Cupertino, California with offices in Europe and South America. OTRS enterprise support includes process design, application support, implementation, integration, customization, training, and OTRS managed services. The core OTRS product is a help desk system that supports efficient and intuitive logging, processing, and communicating of incidents & service requests by customers and service staff. OTRS::ITSM 2.0 provides the first open source ITIL V3-compatible enterprise IT service management (ITSM) solution. For more information on OTRS products and services, or to become a software contributor or development sponsor, please visit http://www.otrs.com/.

All product and company names herein may be trademarks of their registered owners.

Company info: enjoy@otrs.com, (408) 725-7501
Media info: otrs@terpin.com, (408) 740-5630

OTRS has new international user forums.

2010-04-19T00:00:00+00:00

OTRS has introduced new international user forums driven by phpBB. As an added feature within our growing Community Offensive, OTRS is now supporting the community with user forums. Until now, the community has faired well in issues of development and user support via mailing lists. Now, we have heard the cry for user forums and are responding with these new international user forums.

The platform, including hosting and bandwidth have been personally donated to us by one of our current leading community members, André Bauer. Thanks to André Bauer, and his strong engagement within the German OTRS Community, users have been able to help one another with issues encountered and publish some good community-made extensions. This type of personal engagement in the project projects a wonderful statement for our community: You are amongst friends. So, once again, a great thanks to André for his personal engagement and commitment to the community!

Even though the German Community makes up the largest portion of available information at this time, we expect that other languages will now grow at an exponential rate. And, in this globalized environment, we are sure that the German native speakers will also be active in the English forums as well. The current forum community comes weighs in at an extraordinary 2492 user, at the time of this writing.

Even before this first official announcement, we have already the first English speaking forum entries. We encourage all to sign up for an account and participate in furthering the community driven support of the community. We are proud of this next step in our Community Offensive, and are looking forward to the steps to come. We hope that the resonance here will be one of a high level of participation and acceptance.

You can find the forums under the navigation link "Get involved". Currently this will open in a blank window. In the near future you will have access to the forums without leaving the site.

Thanks to all of you for making OTRS the open source leader in its class.

OTRS Inc gets a new General Manager.

2010-04-15T00:00:00+00:00

OTRS Names Paul Salazar to Manage International Expansion
New General Manager to grow North American presence and worldwide sales

Cupertino, CA -- April 14, 2010 -- OTRS (http://www.otrs.com/en), the world's leading provider of open source Service Management and ITSM solutions, today announced the appointment of Paul Salazar as the General Manager of OTRS Inc.. Mr. Salazar will apply his wealth of experience in global markets to manage OTRS growth in North America and worldwide.

"The economic turnaround is opening the way to global expansion of our service management and customer service solutions," said Andr� Mindermann, CEO of OTRS. "Increased business demand and a steadily rising number of OTRS downloads in North America are clear signs that going deeper into the US market will yield an especially strong return of investment. As the first certified open source software to track and support change management processes and roles as defined by ITIL, we offer one of the most affordable and versatile helpdesk solutions in the market today."

"IT is becoming a service, with standardized delivery and compliance. Our multi-lingual customer-centric approach will lead to increased global adoption of OTRS software and services," said Paul Salazar, General Manager of OTRS. "Businesses recognize the value of IT solutions that solve genuine customer needs. In today�s economy, companies see service management as a strategic point of differentiation and are seeking effective and reliable solutions to deliver this."

As General Manager, Mr. Salazar is responsible for the growth of OTRS market share in North America, and for worldwide sales and marketing. He brings executive experience in cloud computing, open source software, database technology, and on-demand applications. Prior to OTRS, Salazar had served as VP of Corporate Marketing at Greenplum, and VP of Customer and Community Development at Coghead. He has also held senior director-level roles at Spike Source, Red Hat, and Cygnus Solutions in marketing, product management, business development, and support. He started his career as a hardware design engineer at Ampex Corporation. Mr. Salazar holds BS and MS degrees in Electrical Engineering from Stanford University, and an MBA from the Stanford Graduate School of Business.

About OTRS

OTRS is the world's leading provider of open source Service Desk solutions, available in 27 languages and used by over 80,000 corporate groups worldwide. The company grew out of the community project OTRS.org (http://www.otrs.org). OTRS Inc., based in Cupertino, California is a wholly-owned subsidiary of Germany-based OTRS AG. OTRS enterprise support includes process design, application support, implementation, integration, customization, training, and OTRS managed services.

The core OTRS product is a help desk system that supports efficient and intuitive logging, processing, and communicating of incidents & service requests by customers and service staff. OTRS::ITSM provides the first open source ITIL V3-compatible enterprise IT service management (ITSM) solution. For more information on OTRS products and services, or to become a software contributor or development sponsor, please visit http://www.otrs.com/.

# # #
All product and company names herein may be trademarks of their registered owners.

SEO tags: ITIL, Service Desk, otrs itsm, otrs itil, IT Service Management, ITSM, open source, ticket system, help desk, Incident Management, Problem Management, Service Asset & Configuration Management, (CMDB/CMS), Request Fulfillment Management, Knowledge Management, Change Management

OTRS admin training between 25/05/2010 and 27/05/2010 (German)!

2010-04-09T00:00:00+00:00

Good news for all German-speaking administrators looking to hone their skills on OTRS. From 05.25.2010-05.27.2010 (to download the appointment, please right click to save the ICS File), there will be an Administrator User Training offered by the Open Source School. Read the course description for more information. We hope to see many people there.

OTRS Derivatives Web Released.

2010-04-07T00:00:00+00:00

The OTRS project has released a derivatives page. With yesterdays release of the OTRS Derivatives Web, OTRS is recognizing packages of modules suites that can be installed to add more function to the already great service desk framework you know and love.

NOTE: Derivatives add to the structure of your system and should first be installed on a test instance before going to a production system, as the additions to the database structure cannot be removed by merely uninstalling the suite bundle.

We hope to see more of this type of development in the near future. These extension packages help to make the workflow within OTRS fit the needs of your everyday life built on, and around, customer service. Our first addition to the derivatives page is the IT Service Management Solution compliant to ITIL® v3 Best Practice. We are proud of the developers that have taken the time to help develop on this package bundle, to make the OTRS framework fit for organizations in need of ITIL compliant service desks.

With the release of OTRS::ITSM 2.0, this OTRS derivative provides the first Change Management module for tracking, monitoring, and processing change management, and managing roles as defined by ITIL V3 for IT Services and IT infrastructure components (Configuration Items = CIs). It supports ITIL processes, specially: Incident Management, Problem Management, Service Asset and Configuration Management (CMDB / CMS), Request Fulfillment Management, Knowledge Management and Change Management. Additional ITIL processes that are also supported : Event Management, Service Catalogue Management, Release and Deployment Management as well as Service Portfolio Management.

As time progresses, we predict that more such suites, extending the function of OTRS, will arise. So, keep up-to-date by checking back and watching the RSS news feed, Twitter, and other social media frequented by the project.

OTRS back from Chemnitz Linux Days

2010-03-18T00:00:00+00:00

OTRS back from Chemnitz Linux Days 2010. A conference at Technical University of Chemnitz from Mar 13 - 14, 2010 - a successful event for all of us!

Our attendance at CLT 2010 conference was an important step forward to increase the level of community awareness. Additionally, we have worked out techniques furthering our level of awareness projection by doing the first live streaming sessions in this slightly relaxed environment. Our goal was to target young users and potential uses, as well as to service any customers that may come along the way.

We were able to raise awareness by the decision makers and heads of department by Group-e, due to the fact that they could not understand why their users were so happy. After a short demo, they understood. So, the awareness not only is needed in general, but sometimes in specific cases as well.
Thanks to all for making the event so much fun!

OTRS at Chemnitz Linux Days

2010-03-11T00:00:00+00:00

In just sort of two days, Chemnitz Linux Days 2010 will start! We will be there: OTRS Stand 451 (very central - centered across from the main stairs. We are proud to be not only attending but holding a seminar and workshop. Our seminar will be OTRS - UseCases: More then just a Ticket System. The Workshop will be a three hour sesion on Sunday: OTRS - Installation, Configuration, and Best Practives. Both are very exciting, and in between visiting us there and seeing all the other sites, do not forget to drop by to say hi in person. We will be doing live streaming in at the booth, and we would love to have you voice you opinions and ideas.

loc=%2F&autoplay=false&vid=5357382

Additionally, the live streaming will include the seminar and workshop. So, if you cant get by to see us, you will still be able to see us. The live streams can be found at our Live Events Page. A schedule of events is as follows:

Live Streaming from the Booth : 03/13/2010 at 09:00AM (2hrs), 03/13/2010 at 02:00PM (1 1/2hrs), 03/14/2010 at 08:30AM (1hrs)
Speaker Event: 03/13/2010 at 04:00PM
Workshop: 03/14/2010 at 10:00AM

When we we are not scheduled, it does not mean that we will not be sending. In the meantime, you will have the opportunity to hear good music, see screencasts, and chat with us live! So stop by our booth, and our live stream for all the information about, and around, OTRS @ Chemnitz!

Shawn Beasley

OTRS::ITSM Back from Pink Elephant

2010-03-04T00:00:00+00:00

We are back, and we were successful! What does our success mean for you? We were at the 14^th Annual Pink Elephant, where we displayed our open source project (and company) next to some of the biggest names in the business. And, we still managed to make an impression. We dropped jaws, opened eyes and quite possibly found a couple of users looking to get on-board with OTRS::ITSM to replace their current solution, effectively expanding our already world-wide community.
Additionally, we met very interesting companies specializing in consulting and implementation services for ITIL v3, CobiT, SOX Compliance, etc... Again, the network of professionals taking an interest in open source, more importantly OTRS::ITSM, is growing; and at an unstoppable rate. We are very excited about this growth.

Aside from getting to know new people, like Chris Dancy - who gave us a live feed on USTREAM, and letting companies get to know us, we were able to take a breakfast session to help raise awareness even more about the benefits of open source as a stable basis for a lowered total cost of ownership. In our breakfast session, ((otrs)) used an unique approach of a role-play to reach the listeners in a format they could easily digest, next to their breakfast. The transcript of the presentation is available for download!

Our Team can be seen in this picture. For the complete album, please go the the gallery from our friend, and photographer, Christopher Kuhn. Thanks for looking, and supporting us. We will report again after CeBIT.

Shawn Beasley

[OTRS::ITSM Feature List]

OTRS @ CeBIT

2010-02-16T00:00:00+00:00

Meet us from March 2-6, 2010 at the CeBIT in Hannover, Germany, at the ((otrs)) booth C37, located in hall 2 (open source area)! We are happy to be at CeBIT this year with ((otrs)) again.

We are excited to get to meet you face to face! Additionally, we will be introducing the brand-new change management module of OTRS::ITSM 2.0 and learn more about the possible fields of application of OTRS Service Desk as well as of the ITIL©-compatible IT Service Management solution OTRS::ITSM! If you have any further questions, do not hesitate to contact us.

Shawn Beasley

[OTRS::ITSM Feature List]

OTRS::ITSM @ Pink Elephant

2010-02-15T00:00:00+00:00

From February 21-24, 2010 OTRS will take part in Pink Elephant's 14th Annual IT Service Management Conference & Exhibition at the Bellagio in Las Vegas, USA. Pink Elephant is the world's no.1 supplier of ITIL and ITSM conferences, education and consulting services and the event in February 2010 is the most respected and the only kind of its art in the world.

OTRS::ITSM - a toolset certified by Pink Elephant through its PinkVERIFY 3.0 program. This freely licensed IT Service Management solution, provides superior support to service desks by implementing ITIL good practice. We want to thank the team of OTRS::ITSM for making such a outstanding B2B extension set, to compliment the already world renown OTRS. As a part of this conference, ((otrs)) - the primary international services provider for OTRS and it's derivatives, will have a booth placed at the event so you can meet and greet the code maintainers themselves, as well as get to know what services are offered.

In a breakfast session, ((otrs)) will be hosting a speech with the title "B2B Open Source: Lowering TCO Sustainably During The Crisis". We hope to see some of the community there!

Shawn Beasley
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[OTRS::ITSM Feature List]

OTRS on Windows - Update vs. Upgrade.

2010-02-09T00:00:00+00:00

Screencast help for security patch on Windows Installations.

Our currently released patch level upgrade of OTRS includes a very much needed security patch. You may not want or need the full list of bug fixes provided by this minor release. In order to just patch the security issue, please look at the following video. Thanks for your time.

http://www.youtube.com/v/W_tc7T3WNvc&hl=en_US&fs=1&hd=1

Shawn Beasley

[English Advisory OSA-2010-01] [German Advisory OSA-2010-01] [OTRS 2.4 Features on YouTube] [OTRS 2.4 Feature List]

OTRS 2.4.7 is released (security related)!

2010-02-08T00:00:00+00:00

The OTRS Team is pleased to announce the latest stable release of OTRS 2.4.

A security issue got fixed. Update is recommended. For more info see OTRS 2.4.7 Release Notes.

[English Advisory OSA-2010-01] [German Advisory OSA-2010-01] [OTRS 2.4 Features on YouTube] [OTRS 2.4 Feature List]

OTRS admin training between 15/02/2010 and 17/02/2010 (German)!

2010-01-30T00:00:00+00:00

Starting on 15/02/2010 an OTRS admin training takes place at the Open Source School in Munich, Germany. This 3-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks!

[http://www.opensourceschool.de/] (German)